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Customer Success Manager
2 months ago
Job Description:
Are you an expert in compliance, risk management, InfoSec, or auditing, and have you wanted to help other companies imagine the future of Cyber Risk? Now’s your chance Customers are the lifeblood of our company and ZenGRC is looking for a strategic and results-driven Customer Success Manager to engage, retain, and enable our customers to utilize our ZenGRC platforms fully. You are a thoughtful and professional presence on customer-facing calls, providing customers with strategic and tactical guidance to achieve desired outcomes through ZenGRC. Behind the scenes, you will collaborate with internal ZenGRC teams by providing insightful product ideas and feedback, influencing product feature roadmaps, and creating strategic and engaging content. The Customer Success Manager has Industry knowledge and enjoys bringing practical solutions and insights to customers, helping customers and other ZenGRC teams better understand and manage their cyber risk and governance programs.
What you get to do:
Own the ultimate success of ZenGRC’s customers, including project success, retention, and renewal. You ensure that customers derive maximum value from their investments ZenGRC and fully leverage their subscriptions and services on an ongoing basis
Understand each customer’s business needs and environments and help guide the customer to achieve those goals and quantify their business impact
Advise customers on product best practices, example data sets, and other written collateral and content
Help customers understand and quantify the value received from using ZenGRC platforms
Identify and develop new opportunities for expansion across the customer’s business and ensure subscription growth and increased solution footprint
Drive seamless adoption processes and work cross-functionally with our product and services team to proactively manage each customer’s successful use of ZenGRC.
Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
Act as the voice of the customer, representing customer needs back to the product and support teams.
Develop strong customer champions and advocates
Drive and execute customer renewals
What we’re looking for:
5+ years experience in compliance and risk related fields such as information security, compliance, risk management, third-party risk management, auditing and assurance, and data privacy.
Experience implementing, managing, operating, or enabling customers with compliance frameworks such as SOC2, PCI, GDPR, ISO 27K, FedRAMP, CMMC, NIST 800-53, etc. or risk programs such as Enterprise Risk Management, Cybersecurity Risk, or Third-Party Risk Management.
Gravitas to work with CISOs, CIOs, and Risk Leaders.
Passion for the risk and compliance industry and continuing to expand their knowledge of frameworks, industries, and risk programs.
Passion for delivering customer delight with the demonstrated ability to drive execution.
Experience building/supporting customer relationships at the executive/CISO level.
Cross-functional experience working across teams like CS, sales, product, and marketing.
Experience with consulting, training, and leading new initiatives in a collaborative or cross-functional environment.
Ability to build effective project plans and manage milestones with customers.
Demonstrated experience building programs, processes, and tools.
Effective written and verbal communication, including presentation development.
BA/BS degree
BONUS:
Experience with software implementation.
Experience working with GRC Software as a Service.
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